Front Office Manager/FOM

• Make sure that all the FO Department follow up theirs Standard and Procedures

•Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue

•Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition

•Promote Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques and upselling in line with FIT marketing program

•Maintain inter-departmental relationships to ensure seamless customer service

•Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained

•Schedule and regularly conducts routine inspections of areas under his/her control

•Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out

•Know system recovery procedures

•Interpret computer reports

•Compile statistics for front office and provide reports relating to that area

•Continually check the accuracy of room count

•Approve upgrades and special amenities

•Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees

•Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information

• Communicate to the General Manager /Executive Assistant Manager all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information

• Maintain all procedures and adheres to them within the Gran Melia guidelines; in particular with emphasis on hotel credit policy.

• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc

• Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures

• Works with Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:

o Assists in planning for future staffing needs

o Assists in recruiting in line with company guidelines

o Prepares and administers detailed induction program for new staff

o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

o Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs

o Provides input for probation and formal performance appraisal discussions in line with company guidelines

o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

o Regularly communicates with staff and maintains good relations

• Works with superior in the preparation and management of the department’s budget. Duties include:

o Assists in co-coordinating the preparation of the departmental annual budget

o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

o Assists in the preparation of the hotel strategic plan, goals program, and Front Office Departmental Budget

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers

• Log security incidents and accidents in accordance with hotel requirements

•Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition